Key skills
ServiceNowSDLCStakeholder ManagementCommunication
About this role
IT Service Manager
Location: Los Angeles, CA (Hybrid)
Duration: 12 months
Job Description:
- Ensure SLA compliance and maintain high availability of business-critical applications/systems
- Take ownership of application downtime incidents and act as the primary escalation point during outages
- Leverage a strong development background to better understand application behavior, logs, and issue diagnosis
- Possess a thorough understanding of the Software Development Life Cycle (SDLC)to align support with build, release, and production cycles
- Manage major incidents with clear, timely stakeholder communication
- Oversee end-to-end application support lifecycle (incident, problem, change coordination)
- Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring
- Perform issue triage with leads/technical teams to identify root causes and drive resolution
- Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management
- Plan and execute preventive & corrective maintenance
- Track and improve incident trends, recurring issues, and service performance
- Develop MIS/operational reports and dashboards (Excel)
- Drive service reviews and continuous improvement initiatives
- Maintain documentation, SOPs, and service logs
- Demonstrate strong stakeholder management across business and IT teams
- Mentor team on incident handling, RCA quality, and support best practices.